Customer Service Sales

SHASHANK MALLEPULA

**** ******* *****, *******, **-30040

Email: **********@*****.***

Cell: 404-***-****

CAREER OVERVIEW

After about a two-year stint with Amazon and having gained skills in Customer Service besides extensive knowledge in general business, order processing, shipping, logistics, transportation, payment processes etc in this Fortune 100 company, I am just getting trained in SAP related technologies in a startup to embark on a consulting career or join any organization where a blend of my technical skills and my customer service background can be put to use.

WORK HISTORY

Aug 2018 –Date: Demo Build Engineer, Topline Tactics LLC.

Responsibility: Configuration of SAP SD processes, assist the Product Manager in integrating the ARTHA Ops with the SAP standard processes and functionality.

ARTHA Ops is a SAP complementary software application developed by Real Value IT LLC, WILMINGTON, Delaware. ARTHA Ops is industry's first hybrid solution for revenue maximization that uses a blend of Revenue Management and Supply chain Management philosophies. Topline Tactics LLC is a sole reseller and implementation partner for Real Value IT LLC.

As a Demo Build Engineer for Topline Tactics, I am involved in developing Functional and Technical specifications for various product features as well as functionality enhancements arising on the SAP side to integrate SAP with ARTHA Ops. I gained familiarity with the Project Management Tool “Trac”, Database Management tool “TOAD” for loading data into MySql and Wire framing tool “Pencil” etc on the ARTHA Ops side of development.

Technology landscape: Cloud based SAP ECC 6.0 IDES access, Windows 2008, Glassfish Application Server, My SQL and JCo (Java Connector) etc.

SAP EXPERIENCE as Professional Trainee:

I gained hands-on experience in configuring Sales/Delivery/Billing Document types, Item Categories, Schedule Line Categories, Condition Types, Access Sequences and Pricing Procedures, Output Determination Procedures, Partner Determination Procedures, Material Determination, Listing and Exclusions, Copy Controls for various business scenarios (Standard Sales Orders, Third Party Orders, Consignment, Individual Purchase Order, STO, Intercompany Stock Transfers, etc). My experience also includes writing Functional and Technical Specifications for various RICEF objects, getting the development done by the offshore team, testing/logging defects noted in HPQC, working on configuration and development fixes to resolve the issues.

PRE-SAP EXPERIENCE:

Oct 2017 – Jul 2018 Operations Support Analyst / Executive Customer Relations Specialist, Amazon

I worked as Executive Customer Relations Specialist for Amazon UK Marketplace and earned a Diamond award during my tenure here.

At Amazon, we are empowered and expected to think like owners. We supported customers via phone, email, live online chat etc. The mission of the ECR Team is to handle the most escalated, egregious customer experience issues and drive process improvement projects to eliminate root cause defects. ECR is a role model for customer service (CS), resolves the most complex customer issues, and creates lasting solutions for the defects in Amazon systems and processes. The team partners with the broader business to drive improvement, taking proactive measures to ensure the best customer experience.

As ECR Specialist, I analyzed contact drivers and proactively intercepted, preventing escalations from happening in the first place. I had the opportunity to influence teams outside of CS and act as an advocate for customers by surfacing the pain points they face using Amazon services and receiving support for issues they encounter.

This served as an opportunity for me to gain a broader perspective on the Amazon business by working frequently with various CS, non-CS and senior leadership teams. On a regular basis, I collaborated with our Legal, Public Relations, Content, and Business Teams for inputs on solving customer issues both in direct customer interactions and customer-facing messaging creation.

Oct 2016 – Oct 2017, Customer Service Associate, Amazon Development Centre (India) Pvt. Ltd

As Amazon Customer Service Associate for UK Market place, my job was to deliver timely, accurate and professional customer service to all Amazon customers. In this role, I had a chance to assist in expediting orders and correcting post-sales problems. We communicate with customers primarily through mail, chat and phone utilizing a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.

In recognition of the following skills I demonstrated: interpersonal skills with a diverse customer base, conflict resolution, negotiation, and de-escalation skills, sense of ownership to resolving challenging customer issues, escalating when necessary and having had the ability to maintain composure in highly escalated situations, I got promoted to the position of Executive Customer Relations Specialist.

INTERNSHIPS

IT Intern, The United Illuminating Company

May 2013 – Aug 2013, Orange, CT

GenConn Energy is a joint venture of NRG Energy, Inc. and The United Illuminating Company. As an IT intern, I worked on GenConn Project vendor bill payment application development. Developed the C++ programs to retrieve the billed amounts from QuickBooks software application, output the file in the appropriate format and transmit it to the Citizens Bank. The application developed also handled the Treasury Department’s approval process prior to transmission.

IT Intern, Real Value IT LLC, May 2011 – Aug 2011, Cumming, GA

Real Value IT LLC specializes in developing and deploying Revenue Management solutions that seamlessly integrate with SAP. ARTHA Ops is an Operations-Centric Revenue Management solution. It is industry's first hybrid solution for revenue maximization that uses a blend of Revenue Management and Supply chain Management philosophies.

During my internship I was involved in the following activities in shadowing role.

● Installed Glassfish Application Server, MySQL and Netbeans IDE.

● Created database and created tables as per the field specifications provided.

EDUCATION

2014 – 2017 - Bachelor’s degree in Computer Applications from Bharathiar University, Coimbatore, India

Division: First

2010 – 2013 – School of Computer Science The Behrend College – Penn State, Erie, PA

Dropped Out after earning 70 credits

2009 - Andrew's Leap Program is a summer enrichment program run by School of Computer Science, Carnegie Mellon University, Pittsburgh, PA.

2006 – 2010 - High School, Chartiers Valley High School, Pittsburgh, PA

Grade: Honor Roll

CERTIFCATIONS

SAP Certified Application Associate - Sales and Distribution, ERP 6.0 EhP6

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